Judith Bollinger
San Antonio,Texas
Summary
Results oriented customer service representative with 21 years of experience. Proven track record in enhancing customer satisfaction and streamlining training processes at Charter Spectrum and Echostar. Expert in conflict resolution and Microsoft Office Suite, demonstrating critical thinking and computer proficiency.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Rep I
Charter Spectrum
11.2023 - Current
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Promote customer satisfaction by resolving problems with Knowledgeable, friendly, and professional service
- Demonstrate excellent communication skills in resolving product and Consumer complaints
- Consult with customers to resolve service and billing issues
- Provide education to residential customers for our equipment functions and features
Customer Service Rep II
Charter Spectrum
01.2022 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted Businesses setting up phone services
- Promoted high customer satisfacton by resolving problems with Business Accounts in a knowledgeable and friendly manner
- Assisted new hires as a Peer Support agent in company policies and procedures as they started taking live calls
- Took on a Rep II position by meeting my metric goals and applying my knowledge taking phone support calls.
Regional Support Rep I
Charter Spectrum
03.2020 - 01.2022
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Effectively took on running a dispatch area keeping track of technicians and assisted when on site
- Reached out to customer's to keep up to date on the technicians ETA
Customer Service Rep I
Charter Spectrum
01.2019 - 03.2020
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Training Supervisor
Echostar
10.1999 - 10.2004
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Updated employees with latest policies, procedures and compliance standards.
- Streamlined training processes for increased efficiency and effectiveness, resulting in higher employee retention rates.
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
- Collaborated with company leaders and department managers to determine training needs.
Education
High School Diploma -
Knoch Jr. Sr. High School
Saxonburg, PA05-1985
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict resolution
- Call center experience
- MicroSoft Computer proficiency
- Payment processing
- Professional telephone demeanor
- Scheduling
- Administrative support
- Microsoft Office Suite
- Technical support
- Customer education
Peer Support Agent
Shadowing training classes assisting with Trainer needs, mentored New Hires with Company policies and procedures while assisting them during live calls
Certification
- Q2 and Q3 Silver Key to Success
Timeline
Customer Service Rep I
Charter Spectrum
11.2023 - Current
Customer Service Rep II
Charter Spectrum
01.2022 - 11.2023
Regional Support Rep I
Charter Spectrum
03.2020 - 01.2022
Customer Service Rep I
Charter Spectrum
01.2019 - 03.2020
Training Supervisor
Echostar
10.1999 - 10.2004
High School Diploma -
Knoch Jr. Sr. High School
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